Recovering account

Follow these steps to improve the chances of recovering the Xbox/Microsoft account:

1. Use the Sign-in Helper first
   • Go to the Sign-in Helper tool: Sign-in Helper.
   • Enter the email, phone, or Skype name used for the Xbox/Microsoft account.
   • The tool will detect issues and either guide through reset steps or direct to recovery.
2. Try password reset without the phone
   • On the Microsoft sign-in page, choose Forgotten your password? or use the Reset password link: Reset password.
   • Enter the account’s email/username and select Next.
   • If no usable verification options appear (only the old phone), follow the prompt to use the sign-in helper tool linked on that page.
3. Use the Microsoft account recovery form
   • Before filling the form, ensure access to a working email (can be any active email, even a friend’s) where Microsoft can send updates.
   • Collect as much information as possible about how the account was used (especially with Xbox and any Outlook/Hotmail email):
     • Old passwords used on this account.
     • Exact email address and domain (for example, check if it was @outlook.com vs @outlook.co.uk).
     • Any aliases or other email/phone that might have been on the account.
     • For Outlook/Hotmail: names of contacts, exact subject lines of emails, approximate dates of use.
     • For Xbox: hardware ID of a console frequently used with this account.
   • Use a device and location that were previously used to sign in (home PC, usual console, etc.) when filling the form; this increases the chance the system recognizes the sign-in.
   • Fill in every field possible, using the “add more” options to provide extra details. Guessing is allowed; wrong answers do not count against the request.
   • Submit the form via the official Account recovery form: Account recovery form.
4. Respect rate limits and lockouts
   • If the system says the recovery form or reset attempts have reached a daily limit, wait until the next day before trying again.
   • If the account is temporarily locked due to too many attempts, wait about 24 hours without further attempts so the lockout timer can reset.
5. If the account still cannot be recovered
   • Account recovery is automated. If the recovery form is repeatedly rejected and security info (phone/email) cannot be accessed, there may be no further method to regain access.
   • In that case, a new Microsoft account may be required for future Xbox use.

References:

• I can't sign in to my Microsoft account
• Reset a forgotten Microsoft account password
• My username and password have stopped working
• Help with the Microsoft account recovery form
• Microsoft account has been locked
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A
• my microsoft account has been compromised - Microsoft Q&A